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In Higher Education’s ever changing environment, coordinating large projects with "keep the trains running" activities produces critical questions for any institution's IT department. This webinar will provide insight into how Syracuse University’s IT Department leverages visibility into their portfolio and resource consumption to answer these questions. Also, hear from TeamDynamix's Lead Analyst, Andrew Graf, who will explore related and emergent challenges faced by higher education CIOs, along with present concepts to address each of these challenges.
Sponsored By TeamDynamix
Xavier University's IT department was facing an uphill battle — rising enrollment and the proliferation of new technologies massively increased the demands placed on the service and project organizations; IT resources were stretched thin because leadership lacked visibility into resource capacity to push back on unreasonable requests; service desk tickets were being managed in an outdated service desk ticketing system and tickets, at times, were not even being closed. To resolve all of these issues, standard operating procedures needed to be created for processing of tickets to make sure customer requests were being handled in a timely manner. At such a critical time for IT's development it was very difficult to gather the data to educate stakeholders about the value IT was providing and their major constraints. Leadership knew that if no action was taken that these problems would continue to damage IT's reputation and their ability to execute on the university's vision.
Students, faculty, parents, and staff demand 24x7x365 uptime. Whether it is information, applications, digital textbooks, or paying for tuition, a school's IT environment doesn't have the luxury of downtime. In addition, schools can't afford to be down for hours—much less days. Even with the level of importance around education, there are still schools that do not have a disaster recovery or business continuity plan in place, or if they do, it is an insufficient one. With last year's Hurricane Sandy, there has been a drastic rise to get a disaster plan in place.
Sponsored By Symantec
Learn about a help desk solution that takes the specific needs of higher education institutions into consideration. In this webinar presentation, University of Central Missouri (UCM) provides a firsthand look inside their service desk challenges and their journey to select and roll out a new service system.
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